Team Lead - Global Technical Support

Delivery Hero
Kuala Lumpur
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Communication","Mentoring","Leadership","Problem-solving","Stakeholder management"]

Lead the Technical Support team for TabSquare clients across SEA and ANZ, managing shifts and ensuring exceptional service delivery. Act as the primary escalation point for complex technical and product-related issues, overseeing end-to-end handling through phone, email, WhatsApp, and live chat while maintaining SLA adherence. Partner with product, engineering, and operations to identify root causes, drive process improvements using support metrics, and help build knowledge bases and troubleshooting guides.

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FursaFursa
Delivery Hero
Delivery Hero
18 hours ago

Team Lead - Global Technical Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead the Technical Support team for TabSquare clients across SEA and ANZ, managing shifts and ensuring exceptional service delivery. Act as the primary escalation point for complex technical and product-related issues, overseeing end-to-end handling through phone, email, WhatsApp, and live chat while maintaining SLA adherence. Partner with product, engineering, and operations to identify root causes, drive process improvements using support metrics, and help build knowledge bases and troubleshooting guides.
Location: Kuala Lumpur
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, mentor, and motivate Technical Support Executives to achieve performance targets and deliver high-quality support.
  • •Troubleshoot and resolve complex technical issues across content management systems, network configurations, printers, and SaaS platforms.
  • •Oversee end-to-end handling of support queries via phone, email, WhatsApp, and live chat, ensuring SLA adherence and accurate ticket logging and categorization.
  • •Liaise with product, engineering, and operations teams to escalate and resolve critical issues and identify root causes.
  • •Identify trends in support queries and drive process improvements through data analysis, including creating best practices, knowledge base articles, and training materials.

Key Requirements

  • •4-5+ years of experience in technical support, help desk, or SaaS support functions, with at least 2 years in a leadership or supervisory role.
  • •Proven experience managing and mentoring technical support teams in a fast-paced environment.
  • •Deep understanding of content management systems, network configurations, and SaaS platforms.
  • •Excellent written and oral English communication skills to convey technical concepts to non-technical stakeholders.
  • •Strong analytical, problem-solving, and interpersonal skills with the ability to troubleshoot complex issues and maintain a client-first mindset.
Experience:4+ yearsTechnical supportHelp deskSaaS supportSEAANZ
Skills:CommunicationMentoringLeadershipProblem-solvingStakeholder management
Languages:English
Tech Stack:Content management systemsNetwork configurationsPrintersSaaS platformsTicketing toolsWhatsAppLive chatPhoneEmail

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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Glassdoor: 3.4
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